Ana P
Google
Dear Management,
I am writing to formally express my disappointment with the way I was treated during a phone call with your front desk today, July 3rd, 2025.
I called to inquire about the possibility of upgrading my reservation to accommodate 4 people instead of 3. However, before I could even provide my reservation details, the staff member who answered (a woman), responded dismissively and repeatedly stated, “If you booked a cheap room, I can’t help. I can’t upgrade to a 4-person room.” She used the term “cheap room” no less than three times, in a tone that was not only unhelpful but also condescending.
I find this completely unacceptable. Not only was my room not "cheap," but more importantly, I expect to be treated with basic courtesy and respect, especially as a paying guest. Her assumption about the type of room I booked, without checking any details, and her overall attitude were unprofessional and frankly quite rude.
I kindly ask that this issue be looked into seriously. No guest should be made to feel belittled when requesting assistance. I hope appropriate steps will be taken to ensure future interactions reflect the high standards I assume your hotel strives for.
I look forward to your response.